Webroot strives to ensure your experience installing or uninstalling
our software is as seamless as possible, but occasionally errors do
occur. If you have received such an error, the following information
Trouble Installing or Uninstalling?
Most install or uninstall errors can be resolved by either uninstalling
any previously installed Webroot security software or by running a couple
of specialized cleanup utilities first and then reinstalling anew. The
following are the recommended steps to follow:
In Windows XP click on the Start button and open the Control
Panel, select "Add or Remove Programs", and then select the 'Webroot'
security product from the list and click 'Remove'. Restart your
computer after the uninstall is complete.
In Windows Vista or Windows 7, click on the Start
button and open the Control Panel. You will see either "Uninstall a
Program" or "Programs and Features" - double-click whichever option
you see. Select the 'Webroot' security product from the list and
click 'Uninstall'. Restart your computer after the uninstall is
you receive an error during this step, please proceed to Step 2;
otherwise you may skip ahead to Step 5 below.
It is highly recommend that you only perform Steps 3 through 6
after first creating a System Restore Point described in this
step. Ensuring that the Windows built-in System Restore feature is
enabled and that regular restore points are created can be very
valuable in the event that restoring to an earlier time is
To create a System Restore Point in Windows XP go to Start
> All Programs > Accessories > System Tools > System
Restore > Create a restore point.
In Windows Vista and Windows 7, go to Start >
right-click on Computer > choose Properties > Select System
protection from the left-hand panel > and choose Create.
After you have created the recommended System Restore Point, download
and Save the Webroot WRUpgradeTool.exe upgrade/cleanup tool to
your Desktop by
or by copying and pasting the following URL into your Internet browser's
Running the WRUpgradeTool.exe utility can benefit those that
had previously installed or attempted to install Webroot's security
software, and may still have residual installed files that may be
interfering with the current installation attempt.
Double-click on the Webroot Upgrade/Cleanup tool WRUpgradeTool.exe
to run, and follow the prompts to start the uninstall process. The cleanup
tool is finished when the last line reads "Removal procedures have been
completed." At this point you can click the Close button. If prompted
by a dialog box that reads "To complete the cleanup process, you must reboot
this computer. Click OK to reboot," please restart you computer now by
clicking on the OK button now.
To install/reinstall the Webroot security software, please insert your
Webroot product CD or follow the download and installation instructions
received through email.
If you are still encounter difficulties installing the Webroot security
software, please re-download and save the Webroot WRUpgradeTool.exe
upgrade/cleanup tool to your Desktop by
Reboot your computer into
Windows Safe Mode with Networking
and follow Step 6 above. Once the WRUpgradeTool.exe utility has
completed you can either reboot back into Windows Normal mode or attempt
to install in Windows Safe Mode with Networking.
Installing the Webroot security software in
Windows Safe Mode with Networking
can be particularly useful if your system is currently suffering
from a malware infection, or if the Windows Installer service is
not fully functional.
If the above steps do not resolve your issue, our Customer Support
staff is waiting to help you out. Please visit them online by